L2 Application Support Analyst - ASA 0410 SS#01

Title: L2 Application Support Analyst
Location: Chicago, IL (Hybrid)
Duration: 11 Months

Job Summary

The L2 Application Support Analyst provides advanced functional and technical support for applications supporting Property & Casualty (P&C) insurance operations. This includes policy administration, claims, billing, underwriting, and rating systems. The role focuses on incident management, root cause analysis, issue resolution, and ensuring system stability while meeting SLA requirements.

Key Responsibilities

• Provide Level 2 support for P&C insurance applications, including:
  • Policy Administration
  • Claims Management
  • Billing & Payments
  • Underwriting & Rating
• Analyze, troubleshoot, and resolve medium to complex production issues escalated from Level 1 support
• Perform root cause analysis (RCA) and document long-term solutions
• Support batch jobs, system integrations, and data interfaces (inbound/outbound)
• Monitor application performance, logs, and alerts to proactively identify risks
• Manage incidents and service requests using ITSM tools (e.g., ServiceNow, JIRA, Remedy)
• Ensure adherence to SLAs and compliance standards
• Participate in problem management and continuous improvement initiatives
• Support change deployments, release validation, and post-deployment verification
• Collaborate with Level 3 teams, vendors, and business users during critical incidents

Domain Support

• Understand and support P&C insurance workflows, including:
  • New business, renewals, and endorsements
  • Claims lifecycle
  • Cancellations and reinstatements
  • Premium calculation and billing
• Interpret business rules related to coverage, deductibles, limits, endorsements, and regulatory requirements
• Provide timely support and clear communication to business users

Documentation & Knowledge Management

• Create and maintain runbooks, SOPs, and knowledge base articles
• Document known issues, workarounds, and system behavior
• Participate in knowledge transfer sessions with L1 and L3 teams

Required Qualifications

• 3–6 years of IT application support experience
• Minimum 2 years of experience in the P&C insurance domain
• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
• Strong SQL skills for data analysis, validation, and troubleshooting

Preferred Qualifications

• Experience with insurance core platforms (e.g., Insurity, Guidewire, Duck Creek, Majesco, or similar)
• Exposure to cloud platforms such as AWS or Azure
• Experience working in Agile and/or DevOps environments

For more details reach at shubham.sharma@navitassols.com.